[Free] 2019(Nov) EnsurePass Exin ITIL-F Dumps with VCE and PDF 131-140

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Question No.131

Which process is responsible for discussing reports with customers showing whether services have met their targets?

  1. Continual service improvement

  2. Change management

  3. Service level management

  4. Availability management

Correct Answer: C

Question No.132

Where would you expect incident resolution targets to be documented?

  1. A service level agreement (SLA)

  2. A request for change (RFC)

  3. The service portfolio

  4. A service description

Correct Answer: A

Question No.133

Hierarchic escalation is BEST described as?

  1. Notifying more senior levels of management about an incident

  2. Passing an incident to people with a greater level of technical skill

  3. Using more senior specialists than necessary to resolve an Incident to maintain customer satisfaction

  4. Failing to meet the incident resolution times specified in a service level agreement

Correct Answer: A

Question No.134

Which of the following are objectives of service level management?

  1. Defining, documenting and agreeing the level of IT services to be provided

  2. Monitoring, measuring and reporting the actual level of services provided

  3. Monitoring and improving customer satisfaction

  4. Identifying possible future markets that the service provider could operate in

  1. 1, 2 and 3 only

  2. 1 and 2 only

  3. 1, 2 and 4 only

  4. All of the above

Correct Answer: A

Question No.135

Which one of the following is the purpose of service level management?

  1. To carry out the service operations activities needed to support current IT services

  2. To ensure that sufficient capacity is provided to deliver the agreed performance of services

  3. To create and populate a service catalogue

  4. To ensure that an agreed level of IT service is provided for all current IT services

Correct Answer: D

Question No.136

Which of the following identifies the purpose of design coordination?

  1. Provide a single point of control for all activities and processes within the service design stage of

    the lifecycle

  2. Ensuring all service designs have availability designed into them

  3. Designing of all the links between every service design process and all other processes in the service lifecycle

  4. Control of all supplier relationships from design right through to the production environment

Correct Answer: A

Question No.137

Access management is closely related to which other process?

  1. Capacity management only

  2. 3rd line support

  3. Information security management

  4. Change management

Correct Answer: C

Question No.138

Which process includes business, service and component sub-processes?

  1. Capacity management

  2. Incident management

  3. Service level management

  4. Financial management

Correct Answer: A

Question No.139

Which process would you MOST expect to be involved in the management of underpinning contracts?

  1. Change management

  2. Service catalogue management

  3. Supplier management

  4. Release and deployment management

Correct Answer: C

Question No.140

Which statement about the service portfolio is TRUE?

  1. The service portfolio includes all services except those managed by third parties

  2. It is an integral part of the service catalogue

  3. It allows the organization unlimited resources when planning for new service deployments

  4. It represents all resources presently engaged or being released in various stages of the service lifecycle

Correct Answer: D

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